Introduction to OneStream Networks Call Center Solution

Introduction

2

Call Distribution and Queuing is an essential business tool for every business customer, regardless of their size

Call Centers get significant advantages from a Hosted service, and Service Providers are uniquely positioned to deliver the service

Using BroadWorks to deliver the ACD service offers tight integration with other BroadWorks services, and operational simplicity

“The BroadWorks hosted Call Center solution

allows us to compete head-to-head with the major

premises ACD platforms from Avaya and Cisco,

but at a much better price point. “

-US Service Provider “The BroadWorks hosted Call Center

application is a add-on service that I can sell to

almost every one of my business customers.”

-- Nordic Service Provider

Market Challenges and Value Proposition

Inefficient trunk usage

Expensive to operate/maintain

Inflexible reporting

$

Agents Anywhere

Challenges of Premises ACD Systems

Enterprise Customers – Lower Costs and Improve Productivity

ACD

ON-SITE QUEUING

Calls are queued in Data Center, so trunks/bandwidth only used when

agent is available

ACD groups can span locations;

Support for home-based

agents

Easy to use, with on-demand charts and data tables on agents

and queues

No CapEx. Monthly service,

bundled with voice/data

service.

Advantages of a Hosted Call Center Solution

OneStream Networks Call Center Solution Overview

BroadWorks Call Center Solution

6

Inbound ACD calls are

queued in the Service

Provider’s data center

• Centralize

management of calls

and services

• Reduce cost of trunks

by queuing calls in

carrier’s network

• ‘Virtual Queues’ can

span multiple sites

Deliver calls to agents

when they are available

• Agents can be located

anywhere

• Agents can control

what device they use

Calls

Calls

Home Agent /

Remote Office Branch Office

Service Provider Service Provider

Single ACD Group

Large Call Center

AUTO

ATTENDANT

Messaging

ACD

Reporting

Multiple ACD Groups

Calls

Calls

Home Agent /

Remote Office Branch Office

Service Provider Service Provider

Single ACD Group

Large Call Center

AUTO

ATTENDANT

Messaging

ACD ACD

Reporting

Multiple ACD Groups

Hosted Call Center – Supports All Environments

Single Users

Queue calls for front office Receptionist(s)

Integrated with BroadWorks Receptionist desktop client

Small Office

Queue calls for small office

Phone-based users

Mobile Workforce

Integration with BroadWorks Anywhere

Example: Real Estate Sales, Contractors

Small Call Center

Phone-based agents

Basic reporting options

Multi-department Enterprise

Queuing and overflow settings to support

Geographically distributed Enterprise

Queues can span sites

Supports remote or home-based users

Small Business Mid-Size Business

Advanced Call Center feature set

Front end IVR/AA

Advanced ACD features for overflow, alternate routing, stranded call routing, bounced calls

Desktop clients (Agents and Supervisors) for efficient call handling

Advanced historical and real-time reporting

Call Recording (via partners)

Formal Call Centers

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distribute.

ACD Feature Overview

Call Distribution and Routing Policies

ACD Algorithms

Ordered Agent Hunt

Most Idle

Simultaneous Ring

Weighted (Primary/Secondary)

Directory Number Hunt

Alternate Agent Devices

Secondary IP Phones

Mobile Device (BW-A)

Home Phone (RO)

Agent Log-In

‘Join’ via web portal or clients

Set ACD State (Sign-in/out, Available, Unavailable, Wrap-Up)

Priority Queuing

Ability to prioritize which calls are presented to agents

Use Longest Waiting, Highest Priority Queue or DNIS within a Queue

Bounced Call Routing

Routing options when a selected agent doesn’t answer a call

Overflow Call Routing

Based on number of calls in queue or time in queue

Stranded Call Routing

Options to escape from queue when no agents are logged in

Call Distribution Policies

Call Routing Policies

Night Service

Assign time schedule to Call Center, with automatic after-hours routing behavior

Includes option to manually enable via web portal, Supervisor client, or FAC

Holiday Service

Assign calendar schedule to Call Center

Forced Forwarding

On-demand re-routing of calls to alternate location, enabled via web portal, Supervisor client, or FAC

Alternate Routing Policies

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Greetings and Announcement Options

Entrance Message

Audio and Video

Customizable

Option – Always play entrance message

Message plays even if agents are available

Option - Play estimated Queue wait time or location in queue

Music/Video on Hold

Comfort Messages

Periodic message played when in queue

Alternate Comfort Message

Triggered when expected wait time is short

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Entrance Greetings Comfort Media

Optional announcement played to caller based on call routing triggers

Forced Forwarding

Night Service

Holiday Service

Overflow routing

Stranded call routing

Service Announcements

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Media Files • Supports loading both audio and video files for all announcements/greetings

• Up to 4 media files can be chained together to create message/greeting

• Files can be loaded on BroadWorks or pulled from a Server (using URL)

• Hold Media can be streamed from external device

Agent Productivity and Management

Present incoming call information to Agent on phone or CC client

Inbound CC or DNIS name

Wait time

Calls still in Queue

Longest waiting call

Whisper Message

Distinctive Ring for ACD calls

Held call notification and management

Call Escalation

Normal escalation or Emergency escalation to Supervisor

View line state of Supervisors

Call Transfer and Conferencing

Online directories with Click-to-dial

Disposition Codes

Tag calls to track campaigns or call results

Call Presentation Call Handling

Unavailable Codes

Custom Unavailable codes (break, lunch, etc) to track availability

Silent Monitoring and Barge-In

Monitor active call

Monitor next call to agent or queue

Management

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Call Center Agents and Supervisors

Call Center Agent Overview

Any Subscriber, Any Device, Any Place

Leverage the core BroadWorks ability to route calls to a user, not a device, so the Agent can use multiple devices and alternate devices/locations

Reporting and ACD availability remain consistent, regardless of device

Phone-based Agents

IP Phones display queue and call information; Soft keys for common actions (ACD state, Disposition codes); Star Codes for key features (escalate call to supervisor, etc)

Desktop clients for fast-paced environments

Web-based client, fully integrated with BroadWorks

Access on-demand Agent reports

Phone-Based Users or Agents

Alert multiple devices

Desk Phone

Alternate/Temporary Phone

Mobile Phone – BroadWorks Anywhere

Auto Answer calls

Agents with headsets – get whisper message, distinctive ring, and auto-answer

Manage Availability (ACD State)

Set ACD state from phone softkeys* (Polycom)

Join/Unjoin and set ACD state from Web Portal

*View incoming call and queue information

DNIS name/number, wait time of call, calls remaining in queue, longest wait

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Shared Workstation

Log in via softkey* or voice portal

*Reason Codes

Set Unavailable codes from phone

Set Disposition codes from phone

Multiple FACs for agents and supervisors

Silent monitor agent

Silent monitor next call

Night Service activation/deactivation

Forced Forwarding activation/deactivation

Place Outbound CC call

Place Outbound personal call

Escalate call to Supervisor

Initiate COT

*Device Dependant

Call Center Supervisor Overview

Monitor Agents/Queues from Anywhere

View status of any agent or queue from the Supervisor client

Monitor any call, regardless of agent location or device

Manage Agents and Queued Calls

View call activity and queued calls

Manage/reorder/retrieve queued calls

Silent monitor/barge in on calls

Real-time and Historical Reporting

Real-time Dashboard of Agent/Queue activity

On-demand ‘canned’ reports of key metrics

Scheduled reports

Customized reports

Web-based Call Center Supervisor Client

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Active Calls On-line

Directories

Agent

Management

Queued Call

Management

‘Break Out’

Directories

Supervisor Real-time Dashboard

Queue

Statistics

Agent

Statistics